BPO Mobile App
Altice USA is a major American telecommunications and media company, delivering broadband, video, and phone services to residential and business customers. It operates brands like Optimum and Suddenlink, offering high-speed internet, cable TV, and digital advertising solutions. I was tasked with designing a new mobile application for Altice’s technicians to use in the field. The app incorporates features from the “Light Speed” troubleshooting app, as well as unique functionalities like a live Wi-Fi map tool.
* Due to copyright issues and NDA agreements, limited information can be disclosed online. As a result, some mocks have been altered to conceal sensitive details, and low-fidelity prototypes are displayed.
I designed this icon set as part of the new design system for the "BPO" mobile application and "Light Speed" desktop application, with accessibility in mind.
Here are the logo design options for the "BPO" and "Light Speed" applications, created per Altice’s request. These logos were presented to the Altice design team for final selection.
The displayed prototype highlights the "BPO" app's login and scanning features, designed to enhance the user experience.
Displayed here are 'BPO' app screens. The first two screens present two design options for the same problem, emphasizing visual design, while the other two screens explore different approaches to solving the same issue.
The live "BPO" Wi-Fi map tool was designed to help technicians capture Wi-Fi scores across different areas and generate a real-time map. Shown here are three design concepts I presented to the development team, with features from each incorporated into the final product.
These wireframes depict the core features and functionality of the "BPO" Wi-Fi map tool, which were finalized and approved as the MVP for implementation.
I animated the "BPO" Wi-Fi map tool screens to facilitate clearer communication and collaboration among developers and stakeholders, making it easier to discuss and understand the features.
Light Speed
The request was to redesign the troubleshooting desktop application to simplify the process for technical support representatives in resolving customer issues related to Altice's services and devices.
After gathering information and observing how technical support representatives performed their tasks, I realized that the application needed to be designed for users worldwide with limited technical skills. This design was approved and developed for phase 1 after numerous iterations and user testing.
The screen shows the approved design for phase 2, featuring improved usability with a step-by-step approach to simplify the learning curve and resolve key issues.
The 2D Topology tool was designed to illustrate the relationship between devices and their connection to the Gateway including extenders. Wi-Fi connections were represented by dotted lines, while wired connections were shown with solid lines. The main issue was the long loading times caused by high-definition PNG images of the devices, along with long names and numerous devices, which made the tool difficult to use. I applied various techniques to come up with potential solutions.
I used a mobile-first approach to visualize how the 2D topology map would fit on smaller screens. To resolve the issue of high-definition PNG images, I created SVG replicas of each device. These SVGs loaded faster, maintained quality when resized, and provided improved clarity. Additionally, the SVG versions were easily customizable. As shown here, the 'Altice Amplify' on the left is the PNG version, while the one on the right is the SVG replica.
Another approach involved using 2G, 5G, Wi-Fi, and wired icons to replace the dotted and solid lines. Here are several design options, each illustrating device data using a scale from 1 to 100 or percentages."
As shown in this concept, another solution involved retaining the names of the extenders and the gateway, displaying their reach, while representing other devices with numbers. The names and statuses of these devices were then placed in a side panel.